My 62000 box lost the I guide so I phoned Shaw. He had to do a reset anyway so I asked for the all digital, and he did it right away, no questions asked. I was unable to get them to even admit it could be done before this. I am not that impressed with the signal, it is better on some channels, and seems fuzzier on others. I still can go analog by tuning the tv with it's own tuner though. I do get the DD on all the old analog channels and no channel two so I guess he really did set it up. He said they were going to be going all digital area by area real soon now.
The original claim from corporate was that all major cities would go all-digital by the end of April... *checks the clock* I wouldn't hold your breath...

-ShawTSR

Hi,
I can't understand why Shaw's website shows that I can get highspeed internet and Full cable (digital-HD etc.) in Lorette Manitoba but I just got off the phone with a CSR and was told that I can only get basic cable and nothing else??? I also have Shaw digital phone but I knew that wasn't available yet ( I currently live in Winnipeg but will be moving to Lorette in a few months).
I am not sure who/what is correct, the website or the CSR? I do want to stay with Shaw now that they are getting NHL Center Ice (plus I have 3 digital boxes including a DCT6142 PVR) but I might be forced into switching everything. I all ready called MTS and they do offer highspeed internet on the street I am moving to so I guess they will get that and my phone service but my TV service will probably go to Starchoice.

Right.. like we called in either late June or early July regarding a promotion that was advertised in Vancouver. It was in the Vancouver Sun/Province as well as on buses and a postcard flyer.

Something to the fact that if we upgrade to a new service that we didn't have before, the first month would be free and some lower rate for 6 months before going up. We called about upgrading to Cable Classic(from basic) and High Speed Internet (from Highspeed lite) and said we were moving on July 18th. We were suppose to get 3 free outlets, a free modem (no rental) and free installation/no moving charges due to the promotion. We also asked to be billed monthly instead of our normal quarterly billing as we knew the monthly bill would add up.

Also the CSR told us that our building had a deal where they paid for basic cable. She said she had to get the code from her manager and she was imputting the codes in and that everything would be fine and our monthly charge for the time being would be $56.90/mth. Because bundled it was about $81.95 less $26 approx with the discount.

Of course, once we moved in. There was no record of this on our account, we were charged the installation fee, no discounts whatsoever, plus the fact that they didn't even provide a basic bundling that they normally have.
We found this out when we got a bill for over $300! They didn't bill us monthly but charged us for 3 months in advanced. They said they would bundle the package but it wouldn't take effect until the end of the billing (October).

Needless to say that the various CSRs said they would investigate and call us back. That was about 1 month ago and still nothing has been resolved.

This is BS!

We want to move to Novus now but we're having wireless router issues with Shaw in our place.


<snip>

*If a CSR tells you you can move into an address without a tech proceed with caution. Our computer systems aren't always right and we can't anticipate if someone doesn't have an outlet running that you might otherwise want to use. It's a free transfer (for now anyway) so you may as well ask for a quick visit to check the outlets.

Your transfer should have definitely been free. As for the packaging the CSR should be able to correct the account properly and back date the corrections to the date you moved in. As for the 6 months at a discounted rate this would normally be if you did not have the service at all before. (IE: you only had internet and added cable to it). In your case you should have received a free month of the upgraded services (tier 123 on the cable side and 1 month free of the high speed). The reason your bill was almost $300 was most likely due to the fact that your billing was not changed to the monthly option when you were transferred or perhaps there was billing due from the last 2-3 months as Vancouver does not bill in advance which may have resulted in 3 months of services due.
PS: Not justifying any of this though as this should be taken care of. I would suggest calling in again and wait while they correct and do not let them hang up until it is corrected. Shaw strives to ensure their service is as customer friendly as possible so they should be able to correct this easily.

Thanks Shaw Guru,

Just to update everyone, we called Shaw and asked for a manager right away. Told him the story and although we didn't get the rate we were quoted, we did get:

1. the installation/connection fee removed,
2. a free month of the original upgrade from highspeed light to HiSpeed Internet (since I upgraded from Basic to Classic Cable),
3. got the modem changed from rented to purchased (part of the original promotion we saw),and
4. bundled 2 to get the bundled rate after the promotion ended.

He also changed our billing system to monthly from quarterly.

He had no idea why our previous CSR stated that our building paid for basic cable but we pretty much had all the details, times, and days we talked Shaw regarding the 4 CSRs we talked to. We thought it was stranged when the original CSR said that but we did ask her 4 times if that was right. But we didn't get it.

He also apologized that no CSRs got back to us via phone as we were told Shaw would call us back. The excuse was that they didn't have a way to contact us.... um..hello...Shaw asks you for your PHONE number as soon as they connect. Plus.. you'd think the phones are monitored and taped. I would really like to get that day and time we called. We have the exact day and time we called too.

Anyway, we're still thinking about Novus and researching that but we're having router range issues with Shaw in our current place.

Wish Rogers came back. We had no problems with them when they were here.

Yaletown Boy,

Your too nice of a customer. I would have switched to Novus because they didn't give you the promised rate. And receive Novus's perks in the meantime.

Well we haven't switched yet but as soon as we get the router range issue resolved (see other posting), we'll move. In the meantime, we got a $28 credit left for Sept.

-=-------

NBALeaguePass Yaletown Boy,

Your too nice of a customer. I would have switched to Novus because they didn't give you the promised rate. And receive Novus's perks in the meantime

I had a few things to do at Shaw today so I drove to Surrey to find the retail store on 138th.
I'm pretty familiar with Surrey but I had somewhat of a hard time finding the retail store which is just a older small blue building that has a few small Shaw signs on the front and one larger Shaw sign that is almost hidden by a tree/bush.

Anyways, I get in the retail store and check with the Shaw CSR to do the following:
Trade in my old digital box for the 3080 PVR.
Buy my cable modem for $29.99 and receive a $5 monthly discount on my bill.
Ordered the NHL Centre Ice service

I thanked the Shaw CSR lady and said that finally after many years of asking Shaw for NHL CI that I was happy to be able to purchase it.
She said that many people have asked for it and they were happy to finally be able to offer it, she also said that Shaw was losing many customers to Bell because they wanted the NHL CI.
She also said I was her first customer to order NHL CI, I jokingly asked if I qualified for an extra 25% off, she said no.

The only thing that I didn't do was bring in my old cable modem, the CSR said I could have it replaced with a new one, I asked if the new model worked any better and she said that some people didn't like the new ones and some people asked for the old modem back.

The Shaw CSR was very friendly and helpful.

One more thing:
Dear Shaw Cable, please paint your retail store in Surrey as it looks rather shabby and put a sign out on the street so people don't drive by two or three times until they notice what looks like a little blue house is actually a business.

Well, it came time to move my Dad from an assisted living apartment to a Lodge. The Lodge Management (Metropolitan Calgary Foundation) had a Shaw Cable form to complete for television and phone service (if you wanted). Last time Dad moved, Telus charged a $75 reconnection/transfer fee and I was anxious to avoid this as he is a low income senior. So, I signed Dad up for TV and phone. Now, you have to understand that when a room becomes available in a Lodge, you have 2 weeks to occupy it. The TV connection was made pronto and to Shaw's credit they managed to transfer the phone number and set it up at the new location in under two weeks. In fact, a Shaw CSR (Cindy) took personal control over the whole move and kept in regular communication with me to ensure a smooth move for my Dad. I was given her direct number in case of any problems.

I can't speak highly enough of the professionalism of my CSR and thank Shaw enough for this personal, caring service for a senior citizen. When my own contract for internet and phone is relieved with Telus, I will certainly move my remaining business over to them.

Well done Shaw!

I have always had good experiences with shaw. The latest was, my digital box was on the fritz. I called and they sent out a tech to take a look. Sure enough it was working fine when he came. He replaced all the cables and then called the office to have them reboot it. It then started cutting in and out which was the reason I called. So he went out to is truck and replaced my DCT2000 with the lastest box they have. He then began to say he would have to charge me $100 to keep that box, or he would send somebody back out to replace it with a DCT2000. At this time he was on the phone with the office, and they told him to let me keep the box he left at no charge since I paid $389, 8 years ago. Since the box was 8 years old, I never figured they would replace it, specially with the latest model.

I have Shaw for Internet and Home Phone and shaw does have great customer service.

Telus, BC Hydro, Terrasen could learn a few things in the customer service department from shaw.

I had a pleasant experience with Shaw customer service yesterday. It was regarding my internet. I had been having problems for a couple of days with really slow internet and flaky e-mail.

Other than being on hold for about 15 minutes (which isn't too bad I guess), the CSR was helpful and not at all argumentative or condecending (something I had experienced in the past, especially with the TV side of things). After a breif discussion I could tell that he understood that I knew quite a bit about what I was speaking of. He had me check some settings and run some tests and diagnosed a failing modem. A quick trip to the drive-through window on the corner of Barlow and 32nd Ave. N.E. in Calgary and I was back up and running.

Now if my calls regarding the "Digital FCS" could go that easy I'd be a happy camper.

Turns out my problem wasn't likely the modem, but rather a failing AMP. By Friday night I had very little TV reception and no internet.

Saturday morning the CSR scheduled an appointment for Sunday 1-3PM and the tech showed up promptly and replaced the amp. Everything seems fine now.

Cudos to Shaw on this one! Prompt service, a Sunday call, Tech showed up on time...

I have had the worst experience with Shaw in the last week. Monday after waiting for two weeks for my cable install the tech shows up, and after looking at our house and what needed to be done, he concluded that there was nothing he could do. Apparently there needs to a "tap" put on the line from the telephone pole up the street to the one servicing our house. The tech put a call into the dispatch to book a "commercial tech" and crew to come out to set things up; he waited on hold for 25mins while I stood with him and small talked. The tech was very professional and was apparently commision based and would not be getting paid for this call. I felt sorry for him. Took one day off work for nothing.... The crews were booked for friday morning and they would be there "for sure by 10am friday" and I was to call 310-shaw if no-one showed up by then. On friday I waited until 10:30 just to make sure they weren't running late, and then made the call. After the normal wait time (15mins) I talked to a csr, and told her exactly what the tech had told me: "phone and ask dispatch to find out when they would be coming". The csr said that she would email dispatch and they would call me back. Four hours later after no call, I phoned to see what the status was. The new csr was rude and said "if the install is booked then they will be coming, the note says 5:30 at the very latest". She didn't care about previous calls etc. At 5:30 after waiting all day I phoned and waited 30mins before anyone answered. She told me to wait while she contacted dispatch. 15 mins later the phone went dead. I phoned back and used the "call back feature". When the csr phoned back, she told me the tech was extremely behind schedual but would still be coming" Apparently this note was made on my account but the earlier csr didn't bother phoning to tell me after I was cut off. "The tech will still be coming out tonight she said (5:45). Needless to say... no one showed up and there were no calls at all. I am thoroughly pissed off and don't want to take another day off while they lie and make things up about when they will finally show up. They can call me back to reschedule a time.

I contacted Shaw (for the fourth time) yesterday to switch our cable over to the house we're moving into later this month. Currently we have TV/Internet and will be upgrading to HD at the new place.

The first inquiry we made was via the "Easy Move" link on the Shaw web-site. Nobody got back to us after we filled out the form. In the first phone call, the CSR said that there wasn't a cable connection to the house (???) and they would have to look into it. No call back.

In the second phone call, the CSR said that there *is* cable there with multiple outlets but they can't confirm our service to be switched until the current residents call to disconnect. I have had no problem getting the other utilities (Hydro, Gas) to confirm a switch-over date, why can't Shaw do it?

In the third phone call, the CSR confirmed that the current residents of the house have cable phone and they can't disconnect until they cancel and move out. He said he will attempt to contact the current residents. I told him the day we move in and he assured me there would be service there when we arrive. Can I believe this?

Easy Move, my a$$.

I contacted Shaw (for the fourth time) yesterday to switch our cable over to the house we're moving into later this month. Currently we have TV/Internet and will be upgrading to HD at the new place.

The first inquiry we made was via the "Easy Move" link on the Shaw web-site. Nobody got back to us after we filled out the form. In the first phone call, the CSR said that there wasn't a cable connection to the house (???) and they would have to look into it. No call back.

In the second phone call, the CSR said that there *is* cable there with multiple outlets but they can't confirm our service to be switched until the current residents call to disconnect. I have had no problem getting the other utilities (Hydro, Gas) to confirm a switch-over date, why can't Shaw do it?

In the third phone call, the CSR confirmed that the current residents of the house have cable phone and they can't disconnect until they cancel and move out. He said he will attempt to contact the current residents. I told him the day we move in and he assured me there would be service there when we arrive. Can I believe this?

Easy Move, my a$$.
You may want to consider this scenario:

Imagine if Shaw did what the utilities did and simply cut off the old customer when a new one claims to be moving in. Now imagine you have phone, internet, and cable at your place. Now picture me calling them and saying I'm going to move into your house. They say "sure thing" and two minutes later you have no dial-tone, internet, or cable, all because Shaw didn't bother to confirm with you that you want to cancel service.

So, while it may be a pain in your side currently, it's for your own good. You might not like having to wait for the other people to cancel service, but I'd bet dollars to donuts that you'd HATE IT if someone claimed to move into your place and all your services got suddenly cut, with a good week delay for reconnection.

-ShawTSR

Just actually switched to Shaw here from Bell/Telus/3rd part internet. I only have good things to say about the way the CSR from shaw handled us signing up for everything. Because we were moving i had phoned well in advance, he marked it down and said he would call me back closer to our relocation date. I figured...hmm...yeah heard that before, but to my amazement...he called!! set us all up, net,phone and tv. Scheduled the install for a couple days after getting there but left the cable on at the house. Installer was to show up between 8 and noon. 8:05 he shows up!, impressed right there! In and out in about a hr and all working great. Great job employees of shaw!

You may want to consider this scenario:

Imagine if Shaw did what the utilities did and simply cut off the old customer when a new one claims to be moving in. Now imagine you have phone, internet, and cable at your place. Now picture me calling them and saying I'm going to move into your house. They say "sure thing" and two minutes later you have no dial-tone, internet, or cable, all because Shaw didn't bother to confirm with you that you want to cancel service.

So, while it may be a pain in your side currently, it's for your own good. You might not like having to wait for the other people to cancel service, but I'd bet dollars to donuts that you'd HATE IT if someone claimed to move into your place and all your services got suddenly cut, with a good week delay for reconnection.

-ShawTSR
I don't care if or when the current owners disconnect their service. I want assurance from Shaw that *my* service will be there when I move in. The Shaw CSR couldn't even arrange a date for a technician to come out to make sure the outlets are where I want them.

I gave the CSR my move in date. That should be enough for Shaw to tell me that my cable will be ready to go when I move in. Do you think I would want to pay for someone else's service?

How can Shaw sena tech out before you move to ensure the outlets are where you want them when you haven't even moved in yet?!?!?! Do you expect to barge into the person's home and authorize a bunch of outlet relocations knowing you are going to live there? LOL. Breathe. Relax.

i'd write some feedback if I can actually get through to shaw. Been in queue for over an hour now.